Support Engineer

3 weeks ago

Austin, United States data.world Full time

We are looking for an Operations and Support Engineer. At data.world, you will have the unique opportunity to provide technical support for our open-data community members and enterprise customers alike. You understand that delivering truly exceptional technical support experiences to customers requires advanced product and technical acumen, and the commitment to bring that knowledge together with collaboration and strong interpersonal skills to guarantee a positive customer experience every time. Beyond providing outstanding customer support, the Operations and Support Engineer will help build the entire support experience by identifying and creating technical content and assisting in services team reporting and measurement.

At data.world you will:

  • Deliver high-quality technical support and solutions to both technical and non-technical end-users via phone, our support system, and other channels as needed, all the way through resolution
  • Resolve and take full ownership of reported customer issues utilizing research, diagnosis, troubleshooting, and identifying solutions
  • Develop and maintain an online knowledge base of issues/solutions
  • Recreate product behaviors to determine root-cause(s), issue workarounds, and solutions
  • Coordinate with Product and Engineering teams to assist in identifying, reporting, and resolving product defects
  • Collaborate with Customer Success Managers to address technical issues impacting ongoing success
  • Escalate software bugs or feature enhancements to data.world‘s development and product management teams
  • Autonomously work on projects and more complex assignments with tangible results delivering benefits to the organization
  • Proactively look for ways to improve processes and innovate the support experience
  • Build relationships and partnerships with other data.world teams

We‘d love to see:

  • 1+ years of proven and successful experience in a software/SaaS customer support role.
  • 1+ years of SQL experience with the ability to read complex SQL statements.
  • ability to diagnose and solve complex technical issues quickly and effectively.
  • experience partnering with both external clients and internal teams to listen, understand, and get to the root of reported issues.
  • strong organizational skills and a process and detail-oriented approach.
  • exceptional communication skills (written and verbal).
  • efficient multi-tasking skills with the ability to manage and prioritize multiple issues while ensuring an excellent user experience in a fast-paced environment.
  • an appetite to try new things. You‘re curious and excited to improve your process, and always looking to learn. You ask questions and don‘t shy away from challenges.
  • ability to work remotely as part of a hybrid on-site and remote team.

Big pluses include:

  • Experience in the data industry (metadata or data management, ETL, etc.)
  • Experience with semantic web technologies, including RDF and SPARQL

Perks & Benefits:

  • Competitive compensation with bonus program.
  • Up to fully paid health, vision, and dental insurance premiums for you and your entire family.
  • Company-paid life insurance, long-term disability insurance, and legal coverage.
  • Flexible PTO & Dedicated Parental Leave Program.
  • Remote-first, flexible, casual environment.
  • Annual Wellness Reimbursement & New Employee Office Stipend.
  • Generous Stock Option Plan with Refresh Program.
  • Company and Team events for connection and fun.
  • An awesome group of smart coworkers, including a tight-knit team of startup veterans with integrity, passion, and a good sense of humor.
  • Your own Sparkletar owl character

If you have the exceptional combination of skills and qualities that we are looking for, then we‘re excited to meet you

Note: We encourage people from underrepresented groups to apply. data.world is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are the world‘s largest collaborative data community and we very much believe that our people need to represent the very diverse nature of the community we are serving and customer base we are winning. We believe that diversity leads to the most creative discussions, ideas, and outcomes.

Drug-Free Workplace

data.world is committed to providing a safe, healthy, and productive work environment. Consistent with this commitment, it is the intent of the Company to maintain a drug-free workplace.

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